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2 TABLE OF CONTENTS» Introduction to the new support IVR» What has changed» What has NOT changed» Contacting Support Services phone, , web» Maintenance support overview - benefits» IVR Caller options overview» First level IVR Options» Details of First level options Slides 9 16» Shortcut number buttons to press references to products 2

3 INTRODUCTION TO THE NEW SUPPORT IVR» In the past, several phone numbers were made available as Itron grew and acquired new locations» Itron s Technical Support Services has updated call routing through a single toll-free number for all North America support» The voice prompts have changed. Please familiarize yourself with the new options for your favorite products.» Pass this information along to others 3

4 WHY THE CHANGE?» Updated Support s digital phone software. Provides our teams with better real time visibility to calls waiting to be answered, who is busy, who can help.» Changes in 2012 to the Technical Support Organization Changes how our products are managed, added new products and what teams backup other teams.» Consolidating to a single phone number makes it easier for our customers and routes appropriately in the new organization. 4

5 WHAT DID NOT CHANGE» The same high level of support» The same North America based support teams» The same processes for call tracking and response 5

6 CONTACTING TECHNICAL SUPPORT Contact Information: Phone\Voic * * Web* * For , Non-Urgent Voic and Web (Itron Access) support please allow for up to 48 business hours for response. Call us if you have sent an electronic request that needs more immediate attention. 6

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October 20 26, JW Marriott San Antonio Hill Country Resort San Antonio, TX Itron Utility Week 2012 For more than 30 years at the Itron Conference, we have collaborated with our customers to revolutionize

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